What your clients don’t tell you

could cost you millions

Clients are being courted by the cutthroat competition, or stolen by firms raiding your talent.

Satisfaction surveys and frequent client meetings just won't tell you what you need to know.

Client dissatisfaction grows silently. Even when you think you have good relations with your clients, the competitive threat cannot be underestimated.

Unlike client surveys that provide a limited, one-dimensional perspective, our CLIENT INSIGHTS^™ process reveals hidden information that will protect your competitive position. We use analytical and intuitive behavioral interviewing techniques to read people at a depth traditional research misses. We are not ivory-tower theorists. We have business backgrounds, and establish trust by talking your clients’ language.

CLIENT INSIGHTS™ is not just about client retention. We’re also concerned with growing your client services and arming you with information you can factor into your business development plans.

Is 75-80% of your growth coming from your current clients? Why not?

Are your clients using as many of your services and products as they could? Why not?

Do you really know how your clients compare you to your competition? The answers will probably surprise you.

Be aware— the closer you are, and the more protective you are of your clients, the more difficult it is for them to openly tell you what you could be doing better. By reading subtle nuances while interviewing we are able to alert you to hidden client concerns. Good service and fair fees alone will not retain clients. It is just as important to understand how your client perceives your people and the way they work.

A REAL LIFE CASE STUDY:

A mid-size law firm had been trying unsuccessfully to influence their predominantly real estate clients to use their litigation services. CLIENT INSIGHTS^™ revealed that the law firm was perceived as “nice guys”, Type B personalities, not hungry enough to aggressively represent litigation interests.

As a result of the interviews we conducted with this firm’s partners and clients, and the report we developed, this law firm was able to develop acquisition, reorganization and public relations strategies that resulted in increased client revenues.

CLIENT INSIGHTS^™

Increase client retention and enhance competitive positioning with independent
investigative interviews and in-depth analysis.

WHILE YOU MAY FEEL PROTECTIVE ABOUT YOUR CLIENTS BEING INTERVIEWED, YOU SHOULD KNOW — YOUR CLIENTS WILL LOVE YOUR CANDID INTEREST.

Clients often view satisfaction surveys as a PR ploy. We find, however, that clients are pleasantly surprised that their law firm wants to know what they really think and has chosen an impartial party to talk to them.

THE INFORMATION WE OBTAIN IS HELD STRICTLY CONFIDENTIAL.

We protect your interests by not contracting simultaneously with competitive firms. In fact, we allow three months in between assignments from potentially competitive firms. This allows you a head start to act upon the client information we provide. In addition, we will sign confidentiality agreements to underscore our high ethical standards.